[mrmojo]

I received my AM21 about 2 weeks ago and I installed it with my HR21-100 with no problems. It worked great for about a week and a half and then this Friday night the AM21 tuners stopped working. I tried rebooting, resetting everything, checking cables, etc., to no avail. I left the AM21 hooked up and then later that night my HR21 started locking up. After having to reboot the HR21 6-8 times a day I finally disconnected the AM21 yesterday and the HR21 has been fine ever since.

I called D* today to report the issue with my AM21 and request a replacement. I have the protection plan so I thought this would not be a problem - WRONG! D* tells me the AM21 is not covered under the protection plan. Furthermore, they told me the AM21 does not have a warranty! I escalated my complaint and am supposed to hear back from D*.

I have been a customer of D* for 8 years and this is the last straw for me. I cannot receive HD feeds on certain locals in my area (Tampa Bay) without the off-air tuner including Rays games on channel 66.

Be warned - if your AM21 craps out you may be out of luck!

 

[cmtar]

well technically if its not covered under the protection plan then its not covered and if there is no warranty on it then well I dont see where they are in the wrong.

 

[davring]

well technically if its not covered under the protection plan then its not covered and if there is no warranty on it then well I dont see where they are in the wrong.

I would hope the warrenty is more than TWO weeks. I'm sure they will stand behind it, the CSR didn't have a clue as she probably didn't even know what an AM21 is.

 

[billsharpe]

I see there are two responses to the OP.

I trust the optimistic one rather than the pessimistic one.

I hope you get the issue resolved properly and get a replacement receiver.

 

[Balestrom]

well technically if its not covered under the protection plan then its not covered and if there is no warranty on it then well I dont see where they are in the wrong.

Well, technically if you are told to bend over and take it in the rear, then then you've been told to bend over and take it in the rear. Just because you can say "technically" doesn't make it right or good business sense.

Most electronics are covered by at least a 90 day warranty to avoid issues with purchasing a lemon. If DirecTV doesn't cover the potential that they may be selling you a lemon, then that would simply be shoddy business practices.

However, my guess is that this is covered by at least some warranty and that the CSR didn't know what they were talking about. At least I hope that's the case. :grin:

 

[harsh]

It seems rather strange that if a product you buy fails to work for any reason, that you have no recourse but to throw it away. At the very least, it isn't very "green".

 

[Athlon646464]

It seems rather strange that if a product you buy fails to work for any reason, that you have no recourse but to throw it away. At the very least, it isn't very "green".

AM-21's are black. They match the HR21's, which are also black. :hurah:

I would call again, and hope for a CSR with some common sense............

 

[K4SMX]

Er, ah...they could have a special hotlink on their Go Green web page for proper recycling of your AM21's which are older than 90 days....

 

[cmtar]

Well, technically if you are told to bend over and take it in the rear, then then you've been told to bend over and take it in the rear. Just because you can say "technically" doesn't make it right or good business sense.

Most electronics are covered by at least a 90 day warranty to avoid issues with purchasing a lemon. If DirecTV doesn't cover the potential that they may be selling you a lemon, then that would simply be shoddy business practices.

i never said it was good business sense

 

[Carl Spock]

With the protection plan they cover everything in your system except the AM21? This makes no sense. But then, the statement that the AM21 has no warranty also makes no sense.

Here is the Protection Plan contract. Nowhere does it say anything about the AM21, positve or negative, but that's not exceptional. It mentions no equipment by name. More to the point, the exclusions under the plan would in no way apply to the AM21. It has to be covered.

But the Protection Plan only acts after the manufacturers warranty has expired. I can't believe it doesn't have at least a 90 day warranty. Was there any information in the box when you got it?

mrmojo, I think you are over-reacting to one very stupid CSR. Call again.

 

[tcusta00]

mrmojo, I think you are over-reacting to one very stupid CSR. Call again.

I'm sorry the OP got such bad information - I agree with the good Doctor... dial a dope until you get the correct answer.

 

[RobertE]

Here is what they claim is not covered. I think they get you with #3, as they may consider the AM21 to be an accessory to the HR2x.

What is Not Covered: (1) Incidental or consequential damages; (2)
Intentional acts or criminal acts by you, damage from accident, abuse,
misuse, introduction of foreign objects into the product, unauthorized
product modifications or alterations, failure to follow the
manufacturer's instructions, third-party actions (fire, collision,
vandalism, loss, theft, etc.); (3) Accessories, including antennas; (4)
Preventative maintenance; (5) Damage which is not reported within
thirty (30) days after expiration of this Plan; (6) Damage to
commercially-used products (unless this Plan has been specifically
endorsed to cover commercial use); (7) External signal interference;
(8) Pre-existing conditions or problems; (9) Repairs associated with
incomplete or unsuccessful installation; (10) Any satellite dish or other
equipment made specifically for or permanently attached to
automobiles, recreational vehicles, including without limitation
watercraft, aircraft, or mobile homes; (11) Television/receiver
combinations where the repair or replacement is needed directly on the
combo unit; (12) Components and wiring related to the computer
service for integrated Broadband products such as Direcway and
DirecPC; (13) DIRECTV portable devices; (14) Satellite dishes mounted
to structures or objects that are not man-made and stationary; (15) any
failures, or parts and/or labor costs incurred as a result of a
manufacturers recall; (16) "Acts of God".

I do agree though, that it should be still covered under a 90 warranty regardless.

 

[Carl Spock]

^ You think an AM21 is considered an accessory? Please define accessory, RobertE.

It looks like a piece of hardware to me. Same size, same appearance, same design as the matching HR2x box. It's made by DirecTV to their specifications.

I think this last point is the most cogent one. Accessories, especially lumping them with specifically excluded antennas, implies third party manufacture. DirecTV doesn't make antennas. They do make the AM21.

But then, this really isn't my call, is it?

 

[hasan]

Since he has the protection plan, he should be fine, if he talks to someone that has a clue. One cannot arbitrarily and without written notice change what is covered in a plan that you are already paying for. The very idea is preposterous.

My guess is the CSR had no idea what to do, so they said the first thing that popped into his/her alleged mind.

Call back, be polite, but firm, and I'm sure you will get taken care of.

 

[veryoldschool]

^ You think an AM21 is considered an accessory? Please define accessory, RobertE.

It looks like a piece of hardware to me. Same size, same appearance, same design as the matching HR2x box. It's made by DirecTV to their specifications.

This does sound a bit like "accessories" though, I.E. matching shoes & hand bag :lol:

 

[Starchy77]

^ You think an AM21 is considered an accessory? Please define accessory, RobertE.

It looks like a piece of hardware to me. Same size, same appearance, same design as the matching HR2x box. It's made by DirecTV to their specifications.

I think this last point is the most cogent one. Accessories, especially lumping them with specifically excluded antennas, implies third party manufacture. DirecTV doesn't make antennas. They do make the AM21.

But then, this really isn't my call, is it?

Agreed.... The Antenna (accessory NOT supplied by DTV) is obviously not covered by the protection plan, but the AM21 should be. I'd call back.

 

[Sirshagg]

^ You think an AM21 is considered an accessory? Please define accessory, RobertE.

It looks like a piece of hardware to me. Same size, same appearance, same design as the matching HR2x box. It's made by DirecTV to their specifications.

I think this last point is the most cogent one. Accessories, especially lumping them with specifically excluded antennas, implies third party manufacture. DirecTV doesn't make antennas. They do make the AM21.

But then, this really isn't my call, is it?

I definitely wouldn't call the AM21 an accessory however I could at least seethe arguement. It doesn't have any function on it's own and in be of use it must be used with an HR21.

Personally I think accessories are things like remotes or cables.

 

[RobertE]

^ You think an AM21 is considered an accessory? Please define accessory, RobertE.

It looks like a piece of hardware to me. Same size, same appearance, same design as the matching HR2x box. It's made by DirecTV to their specifications.

I think this last point is the most cogent one. Accessories, especially lumping them with specifically excluded antennas, implies third party manufacture. DirecTV doesn't make antennas. They do make the AM21.

But then, this really isn't my call, is it?

Ask and you shall receive.

From: Merriam-Webster Online Dictionary

1 a: a person not actually or constructively present but contributing as an assistant or instigator to the commission of an offense -called also accessory before the fact b: a person who knowing that a crime has been committed aids or shelters the offender with intent to defeat justice -called also accessory after the fact
2 a: a thing of secondary or subordinate importance : adjunct b: an object or device not essential in itself but adding to the beauty, convenience, or effectiveness of something else <auto accessories> <clothing accessories>

I think we can all agree that we can rule out 1a & 1b.

The AM21 does seem to fit the definition of 2a & 2b.

Although some would argue the "secondary" importance of the device. (lets not beat that poor horse anymore.)

By that definition, it does seem to be an accessory to me. However, that doesn't mean that I don't feel that shouldn't be covered by the PP.

It still should be covered under the 90 warranty.

 

[Carl Spock]

Now we're back to the matching tie and handkerchief argument.

We could use some help here from DirecTV. Short of sending Ellen Filipak an email, anybody else have any idea of how we can find out how DirecTV defines an accessory?

But as you say, it's really an academic argument. The Protection Plan doesn't cut in until after the end of the manufacturer's warranty, which has to be at least 90 days.

 

[Sirshagg]

Now we're back to the matching tie and handkerchief argument.

We could use some help here from DirecTV. Short of sending Ellen Filipak an email, anybody else have any idea of how we can find out how DirecTV defines an accessory?

Simple - whichever way doesn't cost them any money.